2/10 Terrible
Jill
Travelled with family and small children
31 Jan 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Beware! After reserving what was thought to be a three bedroom apartment, we were told after a long and late flight we would only be receiving a one bedroom. With two little children sleeping on sofas in lobby and having to watch customer after customer complaining about hotels dire/dirty conditions, poor customer service and no one answering the reception phone (probably due to having to deal with so many unhappy guests) they told us there was nothing they could do…even after offering to use our Bonvoy points and/or pay extra. Given Christmas was vastly upon us and Santa was on his way…(reason a one bedroom would not work with two little ones!) ;) After two hours of waiting and being sent back and forth from Expedia to Marriott (via email because again Marriott wouldn’t answer phone) they said we could pay for an upgrade at our Bonvoy rate. We decided to decline because in the meantime another hotel in Marbella (happy to share if allowed!?) offered us an amazing suit at an amazing rate..ultimately saving our Christmas! We kindly declined Marriotts 2 1/2 hour resolution and said we would like a refund which was agreed to. We told both Expedia and Marriott that night that we would be transferring to the other hotel at our own expense not having set one foot in the room at the Marriott. Long story short, we were charged in full and and the reservation was marked completed. Yet another very unethical move from two companies we have been very loyal to throughout the years.
Jill
Stayed 8 nights in Dec 2024